M4 Manager IV, Customer Engineer

Our client is a global leader in materials engineering solutions that form the foundation of virtually every new semiconductor and advanced display technology worldwide. Their innovations play a critical role in advancing AI and accelerating the commercialization of next-generation chips.

 For over 55 years, the organization has been driving technological progress through breakthrough innovations that impact billions of lives globally. Powered by some of the world’s brightest visionaries, engineers, and scientists, the company brings together diverse perspectives and expertise to deliver material innovations that are shaping the future of technology.

Responsibilities:

• Forecasts financial, manpower, and operational requirements for key businesses (start up, warranty, service agreements, paid service). Identifies and pursues service agreement business in conjunction with marketing and sales.
• Manages start ups in terms of time and cost requirements. Manages local inventories and RMA procedure. Maintains DSO according to goal. Manages systems start up and warranty cost under reserve.
• Ensures customer satisfaction with Company service and system performance.
• Interviews, hires, and trains customer engineers as necessary to support regional business.
• Ensures employee satisfaction through:
• Communication of business progress and all related action.
• Setting goals and controlling achievements.
• Establishing training and career development plans.
• Ensures the appropriate safety practices among customer engineers. Develop CE skills. Spots and develops managerial/other specialist talent. 
• Ensures employee satisfaction through:
• Escalates system downs according to valid escalation procedure, to ensure earliest possible return to service. Reports in a timely and accurate manner as required.
• Achieves guaranteed up time and other parameters as sold to customers.
• Promotes quality improvement processes to:
• Reduce cycle time
• Drive continuous improvement of technical performance 
• Empower the work force

Requirements:

• 10–12+ years experience
• Managing teams of 8–10 engineers/technicians
• Strong semiconductor customer engineering background